FREE SHIPPING ON U.S ORDERS OVER $125

FREE SHIPPING ON U.S ORDERS OVER $125

Frequently Asked Questions

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay and Google Pay for online orders.

Is my credit card information safe?

Yes. Our website is PCI compliant with SSL certification to ensure data passed between our web server and your browser is encrypted and remains private. We use a reputable payment processor to ensure our customers’ data is safe. 

My payment is not going through. What should I do?

Oh no! Please refresh your browser and try an alternative payment method. Should the issue persist, complete our “Need Help” form and a member of our team will get back to you. The link to this form can be found in our footer menu under the Customer Care section.

How long will it take to receive my order?

We process all orders within 48hrs from receipt of payment and ship on the next U.S. business day. How long it takes to receive your package once processing of your order is complete will depend on the mode of shipment chosen at checkout.

For domestic shipping within the 50 United States,  we utilize UPS which we trust to deliver high-quality service and to provide excellent customer experiences. Shipping services we offer through USP are:

  • UPS Next Day Air® with guaranteed overnight scheduled delivery to most locations for time-sensitive orders

  • UPS 2nd Day Air® shipping within 2 business days

  • UPS 3 Day Air® shipping within 3 business days

  • UPS Ground® shipping within 4-7 business days for less-than-urgent deliveries 

For shipping to Canada, Mexico, Puerto Rico and to more than 135 countries, we utilise FedEx to offer the following delivery services:

  • UPS Worldwide Expedited® for delivery within 2-5 business days
  • UPS Worldwide Saver® for delivery in 1-3 business days to most countries
  • UPS Worldwide Express® for delivery within 1-2 business to more than 55 countries
  • UPS Worldwide Express Plus®  for early morning next day shipping to more than 55 countries
Are there any countries you do not ship to? 

Yes there are. While we ship to over 135 countries, shipping restrictions apply. Please check with our shipping partner’s HERE to confirm if any shipping restrictions apply to your country.

Who pays for international import taxes?

International orders may be subject to import duties and taxes on receipt of the package in the destination country. The customer is responsible for any customs charges that may be applied to the shipment as we unfortunately have no way of predicting these charges or any control them. UKTE is not responsible for any actions taken by customs or the chosen package delivery service.

How do  I know if my order has shipped?

Every order shipped is tagged with a tracking number from your chosen courier service. Once your order has shipped you will receive a shipping confirmation email. This email will contain your tracking number which can be used to follow your package as it transits to you. 

I made a mistake. May I change my order?

Once a payment has been issued for your order our team promptly begins processing your item(s) for shipment. While it is difficult to make changes when processing has begun, we understand mistakes  happen and will we do our best to accommodate any order change when possible.

Contact us immediately using our “Need Help” form.The link to this form can be found in our footer menu under the Customer Care section. Follow the instructions carefully and be sure to include your order number as well as changes that need to be made. We will reply as promptly as possible to let you know if changes can be applied to your order.

How can I keep track of my order?

You will receive two (2) emails from us: an order confirmation email upon completion of your transaction and shipping confirmation email once your order has been shipped. The shipping confirmation email will contain your tracking number which you can use to follow your package with your preferred courier service.

Why have I not received a confirmation email for my order?

It is possible one or two things may have happened:

  • Your order was not completed and is not being processed.
  • The email address you provided with your order is an incorrect one

If you are certain the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please contact us via our “Need Help” form, a link to which can be found in our footer menu under the Customer Care section

I have received my order but the wrong item was sent. What now?

We are really sorry to hear this. While we work hard to ensure transactions are smooth and our clients are satisfied, on rare occasions mixups happen. Please contact us immediately using our “Need Help” form.The link to this form can be found in our footer menu under the Customer Care section. Please note you have up to 14 days from receipt of the items to notify us of the mixup. We will either rectify your purchase or issue a full product refund.

I have received a damaged product. What now?

We apologise for the inconvenience. As part of our order processing, all our products are carefully inspected for damage or flaws before they leave our fulfilment centre and are shipped off to our customers. While we utilise trusted postal and courier services, damages incurred more often than not happen during transit. 

In case of product damage sustained during transit, you are entitled to a product exchange. Should the desired item not be available for exchange, we will issue a refund in the full amount, provided damaged product is returned to our facility within 14 days of you receiving the item. All returns must be approved by our sales team prior to being processed. To report receipt of a damaged product, contact us immediately using our “Need Help” form. The link to this form can be found in our footer menu under the Customer Care section.

What should I do if my order is missing?

When your item was shipped we provided a tracking number from the courier service used to ship your order. These package tracking details can be found in the shipping confirmation email sent to the email address associated with your purchase. Please utilise the tracking number to see if you can locate your item.

If you did not receive a confirmation email for your order, answers are provided under Why have I not received a confirmation email for my order?

If you have not received your package within the stipulated timeframe, please recall if you selected the option to sign for packages delivered.  In that case, it is possible several attempts were made to deliver your order but there was no one available to provide a signature. Some couriers like USPS will leave a note after several attempts with instructions on where and how you can claim your package. We recommend you follow any instructions provided by the courier service or contact them directly. Have your tracking details handy.

If per the tracking details provided your item was delivered but you physically never received it, we recommend you contact the courier service directly to report this.  

For deliveries outside of the United States, including Puerto Rico, and the U.S. Virgin Islands, we also recommend you first contact the courier service directly as this will be the quickest way to have your issue addressed. Our team may however be able to assist if you are experiencing challenges. Please contact us using our “Need Help” form if you require additional assistance. The link to this form can be found in our footer menu under the Customer Care section.

Do you accept custom orders?

Yes we do! Our company is registered in the United States in the business of import/ export and sale of goods. While we work with vendor partners across the African continent, we currently source custom items from five (5) countries: Liberia, Cote d’Ivoire (Ivory Coast), Ghana, Togo and Nigeria. Complete our “Custom Order” form to begin your order. The link to this form can be found in our footer menu under the Customer Care section.

Can I place a custom order if I live outside on the United States ?

Yes but rarely. We typically receive products from our vendor-partners in bulk and take care of shipping items to our customers worldwide as orders are placed. Our vendor-partners have entrusted us with getting their products to our clients because we help alleviate some of the challenges they often face when shipping out of Africa. As we only deal with import and export of goods into and from the United States, we are for the most part unable to facilitate custom orders directly from our vendor-partners in Africa to shipping destinations outside of the 50 United States. 

While we rarely do so, it is possible to get custom items to our international clientele. Please complete our “Custom Order” form and member of our team will get back to you.  

Can I return non-clothing items including fabrics?

With the exception of product damage sustained during shipment, the sale of fabrics and all non-clothing items are final. For answers pertaining to damaged items, see I have received a damaged product. What now? under our Orders FAQ section.

What is your return/exchange policy on clothing items? 

You may exchange or return clothing items that did not fit or have just not worked out as you expected.  To qualify for exchange or refund, an item must be returned within 14days from the day it was delivered to your address. Product exchange or full refund will be issued to customers on clothing items returned in their original condition and packaging within the stipulated time. Should the desired item not be available for exchange, we will issue a refund in the full amount provided return conditions are met as detailed above. This excludes intimate apparel (i.e swimsuits, undergarments) which cannot be exchanged or returned for hygiene purpose. We recommend careful review of manufacturer’s sizing charts prior to purchase. 

All returns must be approved by our sales team prior to being processed. 

How do I initiate a return/exchange?

To initiate a product return/exchange, contact us via our “Need Help” form. The link to this form can be found in our footer menu under the Customer Care section. Follow the instructions carefully and be sure to include your order number and detail the reason for which you are requesting an exchange/refund. We will reply as promptly as possible with additional steps for you to follow.

We review each request carefully and while we do everything possible to ensure customer satisfaction, we reserve the right to deny a request of product exchange or refund and will always provide a reason for our decision.  

How often do you get new products?

Our product inventory is very dynamic and we may receive new items daily. Because we work with diverse vendor partners from across Africa we do not have specific dates when we replenish. Check our website frequently to catch new items as they arrive.

Why can’t I find an item that I’ve seen advertised?

We do our best to only advertise products available on site however due to the high turnover of product this is not always possible. If you have noted an advertised product which is not in stock feel free to contact us using our “Need Help” form for more information and we will see how we can help. The link to this form can be found in our footer menu under the Customer Care section

Is there a way for me to know if a sold out product will be replenished?

Checking our website regularly is the best way to know if and when sold out items will be restocked. These items may be listed on our Coming Soon page where we preview upcoming items. A product notification mailing list is in our near future however this service is not currently available. 

Are products sold on UKTE always made in Africa by African designers, artisans and creatives?

At UKTE, our motto is “From Africa to the World.” Our goal is for our customers worldwide to discover products borne out of the creativity and craftsmanship of African entrepreneurs.

We are very selective about ensuring products we carry help us achieve this goal. For this reason we only sell products from African craftsman, designers and creatives.

While the vast majority of items we sell are made in Africa, we fully support the efforts of our partners who are expanding their product base by tapping into large scale manufacturing, often not available where they are from, to bring African designs to the world. 

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